IT Help Desk Specialist Job at RightCom

RightCom is a cloud-based software company founded in April 2013. We provide customer experience management service and a complementary suite of enterprise software focused on survey and data collection, customer service management, queue management, digital signage, facial analysis, customer success, appointment booking, and data analytics. We are the #1 CX platform in Africa.

We are recruiting to fill the position below:

Job Position: IT Help Desk Specialist

Job Location: Nigeria

Description

• Join our team to actively contribute to the continuous improvement of RightCom’s customer experience and strengthen our leadership position in CX management in Africa.
• RightCom, a pioneer in customer experience (CX) management in Africa, is looking for a competent, passionate and detail-oriented IT Help Desk Specialist.
• This position is crucial to ensuring efficient and timely technical support, helping to strengthen RightCom’s reputation as the CX technology leader in Africa.

Responsibilities

• Manage the Help Desk, ensuring that all problems and support requests are resolved quickly and efficiently.
• Develop and implement strategies to continuously improve the IT support service.
• Manage documentation and reports related to Help Desk activities.
• Collaborate with internal teams to ensure integration and consistency of IT systems across the organization.
• Manage business continuity and disaster recovery plans for the Help Desk.
• Participate in the preparation of IT budgets and manage costs associated with the Help Desk.
• Manage end-user relations, ensuring effective communication and satisfactory problem resolution.
• Analyze support request trends to identify areas for improvement and implement proactive solutions.
• Work closely with other IT departments to ensure seamless integration of services and systems.
• Evaluate and implement new technologies and tools to optimize Help Desk efficiency.

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, or related field.
• At least 3 years of experience managing a Help Desk or similar role, preferably in a technology environment.
• Strong communication, organizational and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Excellent understanding of computer systems, software and hardware.
• Advanced project management and leadership skills.
• Fluent in French is a nice-to-have.

What we offer

• A key role in a leading CX technology company.
• Competitive remuneration and professional development opportunities.
• A dynamic and stimulating international working environment.
• Opportunities for training and personal development.
• A position with diversified responsibilities and the opportunity to positively influence the customer experience through technology.